I have helpdesks in multiple countries, both in and out of Europe. Since Contacts are globally shared by agents without restriction, agents outside Europe can view the personal information associated of European contacts.
I have to imagine that others have the same issue. Is my situation unique?
Obviously, ticket data is separated by Groups. Why can’t we do that for Contacts?
I mentioned this to Fresh desk many times but they do not take the issue seriously.
Hi , thanks for the feedback! I understand your concern here, however we don't have it in our roadmap currently for Freshdesk.
A workaround would be for the agent role to restrict contact tab access. This way agents do not view customers in other regions and all customer context is available when visiting the ticket details page for any tickets they would be working on.
We'll keep looking for ways this could be possible, but for now it's not something we are planning to build.
+1Hi , thanks for the feedback! I understand your concern here, however we don't have it in our roadmap currently for Freshdesk.
A workaround would be for the agent role to restrict contact tab access. This way agents do not view customers in other regions and all customer context is available when visiting the ticket details page for any tickets they would be working on.
We'll keep looking for ways this could be possible, but for now it's not something we are planning to build.
+14I have helpdesks in multiple countries, both in and out of Europe. Since Contacts are globally shared by agents without restriction, agents outside Europe can view the personal information associated of European contacts.
I have to imagine that others have the same issue. Is my situation unique?
Obviously, ticket data is separated by Groups. Why can’t we do that for Contacts?
I mentioned this to Fresh desk many times but they do not take the issue seriously.
We did what
Second could be that you separate them with several different accounts in the same Fresh origination. You get a higher admin overhead but they are separated. There are ways to link accounts using apps so you can escalate tickets between them.
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